Vice President, Customer Success

Austin, TX

 

About us

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, Stamps.com, ShipEngine, Endicia, Metapack, GlobalPost, Packlink, and Return Rabbit. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes. 

About the role

Reporting directly to the Chief Revenue Officer, the Vice President of Customer Success is a critical leadership role responsible for driving the success and satisfaction of Auctane’s global customer base. This individual will lead the CS team and ensure scalable, high-impact CS strategies while building and optimizing processes and playbooks. The VP will oversee both strategic scaled CS initiatives and a robust field CS function, ensuring customers of all sizes receive outstanding value from Auctane’s solutions.

Auctane Perks:

  • 🌴 Fully Paid Annual International President's Club Trip (Auctane Employee Plus One)
  • 🌐 Fun Annual Global Revenue Kick Off Week at HQ in Austin, TX 
  • 🤝 Auctane Roof Top Happy Hours

The preferred location for this role is Austin, TX.

About the Team

The Customer Success department's purpose is to to build and maintain strong relationships with our most strategic and highest revenue producing customers. The team provides customers with exceptional service and technical expertise in shipping, logistics, software and hardware. The department drives retention, increases merchant shipments by saving them time and money, and helps the business to grow profitable revenue by recommending and implementing Auctane products and services.

This team is large and geographically dispersed, headquartered in Austin, TX. CS Team members are also located in the UK, Spain, Poland and Australia.

What will you be doing?

  • Strategic Leadership

    • Develop and execute a comprehensive global customer success strategy aligned with Auctane’s business goals.
    • Establish frameworks, methodologies, and playbooks to drive scalable, predictable, and measurable outcomes.
    • Collaborate with cross-functional leaders in Sales, Product, Marketing, and Operations to ensure customer-centric decision-making.

    Operational Excellence

    • Build and maintain robust processes for onboarding, adoption, retention, and expansion across a diverse customer base.
    • Develop KPIs and dashboards to measure team performance, customer health, and satisfaction.
    • Drive efficiency through automation and system improvements while preserving the human element of customer engagement.

    Field Customer Success

    • Lead a high-touch field CS team, managing strategic relationships with key accounts.
    • Develop tailored engagement strategies to address the complex needs of field-based customers and partners.
    • Act as a trusted advisor to customers, advocating for their success and building long-term partnerships.

    Team Development

    • Lead, mentor, and scale a global CS team, fostering a culture of accountability, collaboration, and continuous improvement.
    • Recruit and retain top-tier talent while providing growth opportunities within the organization.
    • Champion diversity, equity, and inclusion within the team and the broader organization.

    Customer Advocacy and Insights

    • Act as the voice of the customer internally, influencing product development, marketing, and overall customer experience strategies.
    • Partner with Product and Engineering to ensure customer feedback informs roadmap priorities.

What are we looking for?

  • Experience managing large, geographically distributed teams, including field-based CS professionals.
  • Expertise in developing and executing scalable customer success processes and playbooks.
  • Bachelor’s degree in Business Administration, Management, or related field
  • Exceptional strategic thinking and problem-solving abilities.
  • Strong operational and process orientation with a focus on data-driven decision-making.
  • Excellent communication and interpersonal skills, with the ability to influence and inspire across all levels.
  • High level of emotional intelligence, adaptability, and resilience in a fast-paced, global environment.

What will make you stand out?

  • Experience in preferably in scaled organizations with $500M+ in annual revenue.
  • Managed high volume SMB customers (at large scale, 3-5K customers and up)  
  • Familiarity with SaaS or technology platforms in the shipping, logistics, or e-commerce space is a strong advantage.
  • MBA preferred

The Tech

  • Salesforce
  • Zoom
  • Zendesk
  • JIRA
  • Slack
  • G Suite
  • Looker

Travel 

  • Approximately 30% travel required. 

What do we offer?

  • 🏠 We are a hybrid company. All team members at Auctane in Austin come into the office Tuesdays, Wednesdays and Thursdays.
  • 🛬Take the reins of your time off with our Flex Time Off policy – because work-life balance should always be in your hands!
  • 🌅 We offer 12 paid holidays for all of our US employees!
  • 💰401k employer matching program – because your future deserves a friendly boost!
  • ⭐️We conduct annual merit reviews to recognize and reward your hard work and achievements.
  • 🏟️ Company events, we work hard, play hard! We do our best every day, even at our regular team-building events.
  • 🏢 Attractive office space in the heart of central Austin, Texas (free drinks, snacks…).
  • 🍽Indulge in weekly catered lunches at our office – a delicious perk to fuel your work.
  • 🏐 Health and Wellness: The well-being of our team is super important to us. Choose from different options that include medical, dental, and vision plans. 
  • 🏋🏾‍♀️Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc.
  • 🧠Employee Assistance Program. We offer up to 8 free mental health sessions. 
  • 💪🏽We offer gym discounts to help you stay fit and healthy!
  • 📚We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way. 
  • 🔗 Employee Referral Program! We reward employees helping us find top talent!
  • 💜 An inclusive, casual and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

  • Sit for prolonged periods of time
  • Utilize wrist and hands for a prolonged period of time
  • Walk short distances
  • Stand for short periods
  • Speaking and conversing with others
  • Lift up to 25lbs without assistance up to chest height

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